Refund policy

  • Last Updated: June 7, 2026

At Bigdawgs Pet Shop, we want you and your pet to be completely satisfied with your purchase. If there's an issue with your order, we're here to help.

Please review our policy below to determine whether your order qualifies for a replacement or refund.

Free Replacements

We will gladly send a free replacement if:

  • You received the wrong item.
  • You received the wrong size or color due to our fulfillment error.
  • Your item arrived damaged or defective.
  • Your order was confirmed as never dispatched from our shipping facility due to an error on our end.

If your request is approved, we will send a replacement at no additional cost.

Reporting a Problem

To qualify for a replacement or refund consideration, you must contact us within 7 days of your order being marked as delivered.

Please include:

  • Your order number
  • A clear video showing the issue
  • Photos of the item, if applicable

Providing this information allows us to verify the issue and resolve your claim as quickly as possible.

Claims submitted after the 7-day period may not be eligible.

Situations Not Eligible

Unfortunately, we cannot offer refunds or replacements in the following situations:

  • The wrong product, size, or color was selected during checkout.
  • You changed your mind after placing your order.
  • You no longer want the product after it has shipped or been delivered.
  • An incorrect or incomplete shipping address was provided when placing the order.
  • Delivery failed because of an incorrect address supplied by the customer.
  • The product has been used, damaged through misuse, or shows normal wear and tear.
  • The issue was reported more than 7 days after delivery.

Returns

Due to the nature of our fulfillment process, returns are generally not required before a replacement or refund is considered.

If a return is necessary, we will provide return instructions before the item is sent back.

Please do not return any product without contacting us first, as unauthorized returns may not be accepted.

Unless the return is due to our error (such as receiving the wrong or damaged item), customers are responsible for any return shipping costs.

Refunds

Whenever possible, we resolve eligible issues by sending a replacement.

Refunds may be approved in certain situations at our discretion.

If your refund is approved:

  • It will be issued to your original payment method.
  • Please allow 5–10 business days after processing for the funds to appear, depending on your bank or payment provider.

Original shipping charges (if applicable) are non-refundable unless the issue was caused by our error.

Contact Us

If you have any questions about this policy or need assistance with your order, please contact us:

Bigdawgs Pet Shop

Email: bigdawgspetshop@outlook.com

Our support team will be happy to assist you.